Executive Vice President, Hospitality & Guest Experience

StaffedUp; Baltimore (MD); On-site; USD 180,000 - 240,000; Full time

Job summary

FTK Hospitality Baltimore is seeking a dynamic Vice President of Hospitality to join our executive team, supporting a growing portfolio of venues across 10+ markets. Reporting to the COO, you will define guest service standards and drive operational excellence across a multi-property portfolio.

You will lead training, onboarding, and leadership development, while overseeing QA programs and guest-experience metrics. This full-time executive role requires travel, nights, and weekends as needed.

Qualifications

• Significant multi-unit, multi-property, or regional leadership experience in hospitality operations.
• Direct P&L and operating experience in high-volume guest-facing businesses such as restaurants, bars, entertainment venues, or mixed-use destinations.
• Proven expertise in designing and implementing service standards, operating systems, and performance measurement tools.
• Strong background in training and development, with a track record of influencing frontline staff and management behavior.
• Demonstrated ability to build a culture of accountability, recognition, and continuous improvement.
• Understanding of premium hospitality and ability to adapt service principles to entertainment-driven environments.
• Exceptional communication, facilitation, and executive presence; ability to influence results without direct reporting authority.

Responsibilities

• Lead guest experience strategy across multiple venues, translating vision into actionable service standards.
• Design and implement operating systems that connect service, training, onboarding, coaching, QA, and recognition.
• Partner with property leaders to resolve guest experience challenges in high-volume environments.
• Oversee onboarding, hospitality training, and manager certification programs with HR and Training teams.
• Develop and manage a guest experience scorecard to track satisfaction, reviews, and QA outcomes.
• Coach leaders to foster accountability, recognition, and continuous improvement across properties.
• Ensure new venues launch with embedded hospitality standards in recruiting, training, and opening procedures.

Skills

Leadership

P&L management

Operational excellence

Training & development

Executive presence

Hospitality standards

Education

Bachelor’s degree

Executive experience

Job description

FTK Hospitality Baltimore is seeking a dynamic Vice President of Hospitality to join our executive team, supporting a growing portfolio of venues across 10+ markets. Reporting to the COO, you will define guest service standards and drive operational excellence across a multi-property portfolio.

You will lead training, onboarding, and leadership development, while overseeing QA programs and guest-experience metrics. This full-time executive role requires travel, nights, and weekends as needed.